Buyer Beware - Customer service is horrible
Things have changed at Fidium. I have really enjoyed their service up until recently. For about a month service has gone in and out. Typically fixed by rebooting my router and ONT. That stopped working, and since I use my own router it was suggested I replace.
Called Fidium to get a new MAC binding - was greeted by their horrible AI assistant. Finally get in touch with an actual person. Get MAC binding. Issues still occur. Fidium finally sends a technician to find out that our ONT was recalled. When I asked why wasn't this replaced automatically he said they do not track that. Great - so I have faulty hardware that I rent for you guys to manage and you don't manage it.
But issues did not end there - still had to do two more tech calls to get things setup. I work from home and had to take PTO to get this resolved. They did offer a measly $20 credit and a slightly discounted rate for my troubles.
That being said, Fidium's support is akin to the Xfinity of old. AI assistants instead of real people, and when you get in touch with a person they have very limited knowledge or troubleshooting ability. I am ready to go back to the Xfinity at this point. If Fidium actually reads these posts then some advice for you.
- Get rid of the AI crap. Humans want humans that are competent and understand customer service, the technical issues, and that they follow up.
- Manage your hardware. If something is recalled or end of life by the manufacturer then you need to replace it! Not wait for the customer to complain, replace hardware that wasn't broken, etc.